Customer Helpdesk Consultant

Customer Helpdesk Consultant

Location: Waterloo (hybrid after probation)

Salary: £27,000

Do you enjoy helping customers solve problems and get the most out of technology? 

Do you thrive in a fast-paced environment where no two days are the same?

InfoTrack’s Helpdesk Consultants are client-centric, tech-savvy, and genuinely passionate about delivering outstanding customer service. If this sounds like you, you could be a great fit for our team.

As a Helpdesk Consultant, you’ll be the first point of contact for InfoTrack clients, supporting them with navigating our platform, troubleshooting issues, and resolving queries. You’ll take pride in helping customers achieve successful outcomes while delivering a high standard of service and building strong, lasting relationships.

About InfoTrack

InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes.

As our market share continues to grow, so does the demand for exceptional support. That’s why we’re expanding our Helpdesk team to ensure we continue delivering the high standards our customers expect.

What you’ll be doing

In this role, you will:

• Respond to customer queries and issues via email, phone, and self-service channels
• Deliver timely and accurate customer service on a day-to-day basis
• Work to defined customer service standards
• Identify and champion opportunities to improve customer support
• Share customer feedback with your line manager
• Maintain clear and ongoing communication with customers regarding updates provided by other teams

What we're looking for

Essential:

 • Excellent written and verbal communication skills
• Ability to prioritise and multitask across issues
 • Understanding of SMART goals/objectives and KPIs
 • Ability to follow processes and procedures accurately and consistently
 • High attention to detail
 • Strong problem-solving, analytical, and diagnostic skills

Desirable (but not essential):

 • Experience working with a software or SaaS provider
 • Exposure to the legal tech or conveyancing sector
 • Experience using ticketing systems

Working Hours

• Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.

Salary and Progression

• Our Helpdesk Consultants earn a salary of £27,000, with annual performance reviews that provide a clear pathway for career development and salary progression.

Benefits and Rewards

At InfoTrack, we believe in rewarding our people and creating a positive workplace culture.

You’ll benefit from:

• 25 days annual leave, plus bank holidays
• Flexible working options, including hybrid working and flexitime after probation
• Private health insurance, including dental, optical and hearing cashback
• 24/7 health advice line and access to virtual GP appointments
• In-house barista: enjoy freshly brewed drinks throughout the day
• Office snacks, including fruit and refreshments
• Regular team breakfasts and lunches
• Recognition awards: £100 spot prizes for going above and beyond
• “Work From Anywhere” weeks: work remotely from a location of your choice
• Referral bonus: earn up to £2,000 for successful referrals
• Regular social events including summer and Christmas parties, hikes, pub quizzes and more

If you’re looking to build your career in a varied and interesting support role while working with modern technology and a supportive team, we’d love to hear from you.

If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at . 

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